Viewing all events of a ticket

Ticket events show all the ticket updates and notifications, whether it's by a person or by a business rule, such as a trigger. By looking at the ticket events, you can see the complete history of a ticket. Events include ticket properties that are added, removed, or changed, as well as any external notifications associated with the ticket update.

Understanding what is shown in ticket events

Ticket events shows ticket properties, notifications, and user information. When you view ticket events, some or all of the following might appear, depending on what was changed or added to the ticket for that ticket update.

42 Comments

I'm trying to find who commented each comments on a ticket.
for example first comment is done by end-user and second comment is by agent.
if there are multiple comments shared by end-user and agent.

then how to find who commented each comment?
I'm able to get the comment_id and author_id of each comment via data api call. how to figure out it's a end-user's or agent's comment with this information?

You could side-load the user info when you make your API call. For example if you hit the /audits.json?include=users endpoint, the user info loads with the ticket and user info. You can grab more info on side-loading in our API documentation here. The side-loaded information will include the users' roles as well as plenty of other information.

There are several things you'll want to check. You'll want to make sure that the trigger is, in fact, firing. You can make sure that it did by clicking on the Show all events button at the top of the conversation thread in your ticket. You'll be able to verify that the notification trigger fired in the details that will appear under the comment.

Depending on how the ticket was generated in your Zendesk, you'll also want to verify that the request's email address is correct in their user profile.

If both of those items check out, then you'll want to have the customer check their spam folder.

The browser information provided in the audit log is the user agent string. This is a standard string that is widely used to provide insights to the operating system and browser being used when an action occurred. In the Zendesk audit log, it is providing information on the requestor's environment when the ticket was created. There are multiple third party tools that you can use to analyze this string and gather more information- for example http://useragentstring.com/index.php

As far as displaying both Google Chrome and Safari- what is likely happening here is the ticket was submitted via Chrome, however Chrome uses elements of Apple's Mac environment, including Safari's framework, to allow Chrome to work in Apple environments.

Once a ticket is deleted there is not a means to view information on it in the Zendesk agent interface, and further, it is not recoverable.

However, if you are on the Enterprise plan, you can see a record and the agent actor of deleted tickets in the Audit log. This can be found in Zendesk Admin Settings> Account> Audit Log.

If you are not on the Enterprise plan, we may be able to provide some insight as to when and who a ticket was deleted by from our internal audit. I'd recommend submitting a ticket to us and we can go from there.

Is there a way we can view or track all the users that had Viewed a certain ticket?
What if they didn't make any modifications that did not trigger any event change or modification? is there a way to track these users accessing or viewing a specific ticket?

Unfortunately we do not have that level of granular history on tickets. The events log is the extent of what is recorded and viewable. The only thing that you can indeed see is the agent collision icon (indicating if someone is on a ticket presently), but this is not recorded anywhere unfortunately.

You should be able to see the IP address, as well as machine and browser information if available, in small grey text at the bottom of each ticket event, as shown in the screencaps above. Would you be able to send a screenshot of what you're looking at?

Is there a way to click and see an individual ticket in oldest to newest history top to bottom? If a conversation chain on a ticket gets long and a manager needs to review the ticket, its much easier to be able to understand what has happened if we can view it with the oldest events at the top.

I'm afraid it's not possible to change the order of the comments in a ticket; you'd need to scroll down to the bottom and go up from there.

It's an interesting idea, though! I checked in our Product Feedback forum and didn't see a suggestion for this functionality in the agent interface, so I'd definitely encourage you to head over and create a post to share your idea with our Product Managers. It's really helpful for them to understand how our customers use Zendesk. We've even put together a post with some tips and sample questions you can use to ensure you're providing the most helpful feedback possible! You can find that here.

To clarify, do you have a tag that is applied related to the user's location? If so, you should be able to set up a view using the ticket:tags condition. You can read more about setting up views and the conditions available in this article:

This isn't something that currently exists and there isn't any workaround at this time. I see that you've already submitted a suggestion in our Product Feedback Topic, which was going to be my recommendation. We'll let you know if this is something we decide to look into!